Our aim is to provide you with excellent services and we work hard to adopt a ‘right first time’ approach. So no matter how small your complaint may be it will be handled promptly, sensitively and efficiently.
Our definition of a complaint
Anything that has caused you to be unhappy about the service you have received from us.
You can make a complaint by:
- Using our Feedback form
- Visiting us in person (How to find us)
- Telephone on 01733 347135
- Text on 07799 760764
- Letter (How to find us)
Our complaints’ process
Any complaint that is not resolved by the end of the following working day will be referred to the relevant Area Manager and be acknowledged within three working days. A further response will be sent within 10 working days, following an investigation.
If after Stage One you remain unhappy, your complaint will be referred to the relevant Service Director.
In the unlikely event that you remain unhappy you will be offered the opportunity for the Management Board to consider your complaint.
If you continue to remain unhappy you may take you complaint to a designated person (details are contained within our policy). After this you may refer your complaint to the Housing Ombudsman.
A copy of our complaints’ policy can be found under about us/publications.